topic Re: App not working in EE app and website

App not working

Kthomson71 — Thu, 18 Jan 2024 19:38:57 GMT

App not working and hasn't been for months despite keeping phone and apps up to date with latest software.

Can't access or via my bills. Can't see available upgrades. Website is exactly the same.

Contacted customer services over a week ago and still not fixed. Found the community forum and there are so many others experiencing similar problems with no obvious solutions.

My feeling is that cleaning to be best network is a marketing gimmick with no substance to back it up.

Come on ee, what am I paying a premium for??

Kev

Re: App not working

Chris_B — Thu, 18 Jan 2024 20:41:56 GMT

@Kthomson71 The best network isn’t just EE saying that it’s awarded to them but this has nothing do with your account that’s about to the network. Have you requested customer service to reset your account?

Re: App not working

Kthomson71 — Thu, 25 Jan 2024 18:41:20 GMT

Chris,

Thanks for your response. My expectation of the best network is that they'd be all over their customer focus and fixing problems of their own making. A quick search on the community and on the Web reveals loads of people having issues with the poor or lost functionality of the ee app and despite trying with costumer services I'm no closer to a working solution. Since customer services haven't been that helpful or bothered I came here seeing if any fellow customers could help out but apart from your reply I've been me with a wall of silence.

So much for the best network.

Re: App not working

Christopher_G — Fri, 26 Jan 2024 07:28:44 GMT

Hi @Kthomson71

I can only suggest speaking to our Mobile Care team again, they have access to your account and should be able to help get this fixed.

Chris

Re: App not working

Kthomson71 — Sat, 27 Jan 2024 19:43:55 GMT

@Christopher_G wrote:
Hi @Kthomson71
I can only suggest speaking to our Mobile Care team again, they have access to your account and should be able to help get this fixed.
Chris

So having spoken to your customer care team today I was informed that there was nothing they could do to address this widely reported known issue. The call handler said I was not the first today and was aware that updates to fix the issue have not been successful and that there was nothing more could be done for now.

Re: App not working

Kthomson71 — Sat, 27 Jan 2024 19:45:42 GMT

I phoned customer service to request resetting my account only to be informed that they did not offer this service and that it would not do anything at the problem as with their website and app, not my account.

Re: App not working

Leanne_T — Sun, 28 Jan 2024 08:08:54 GMT

I am sorry to hear this is taking time to resolve for you @Kthomson71

Did our mobile guides open a support ticket when you called and will keep you updated on this issue?

Leanne.

Re: App not working

Kthomson71 — Sun, 28 Jan 2024 08:49:22 GMT

No. Customer services either can't or don't want to fix this problem.

Right now I'm kinda done with EE.

Re: App not working

Leanne_T — Sun, 28 Jan 2024 08:52:54 GMT

Hi @Kthomson71

Can you access your account if you log in through a web browser?

Leanne.

Re: App not working

Kthomson71 — Sun, 28 Jan 2024 09:08:46 GMT

Leanne,

Yes I can access via the Web but experience the same problems on the website too. According to customer service this is an issue common to lots of customers and it's a known issue with the website and app.

Re: App not working

gregg1908 — Fri, 16 Feb 2024 20:40:21 GMT

The app hasn’t worked for months, whilst I understand technology can go wrong I can’t excuse EE for constantly advertising the use of the all singing all dancing app that can control all your devices etc . Blatant false advertising should be investigated .

Re: App not working

xG1Ex — Thu, 22 Feb 2024 08:29:06 GMT

I find it hilarious that they refer to themselves as the biggest and the best. The app is dreadful. Crashes constantly, wants you to sign in again and create a passcode frequently and generally doesn’t work well. Come on EE, sort it out.

Re: App not working

Kthomson71 — Sun, 17 Mar 2024 19:45:00 GMT

Just phoned ee again!

At last they have admitted that there is a known fault with the roll out of "ee ID" update which caused a while host of problems with both the website, app, seeing upgrade options, viewing billing, gifting data etc., and that the projected fix date is 10th April. So watch this space.

Thank goodness they're being honest about it at last. So much more helpful than all the fangirls/boys on here telling me to reset my account and such rubbish. No help at all!

It feels like it's been months of gaslighting and bs from the best (allegedly) network.

Re: App not working

Lewis222222222 — Thu, 05 Sep 2024 13:09:45 GMT

Been like this for over 6 months. Cust services say there’s a problem . The size of them and can’t get this fixed.
absolute joke . Will be cancelling when my contracts up

Re: App not working

Lewis222222222 — Thu, 05 Sep 2024 12:14:59 GMT

Well said they have turned into a joke of a company. We are all having the same problem with the app and web

Re: App not working

Simonk111 — Sun, 08 Sep 2024 17:03:54 GMT

I have had exactly the same problem for longer than I can remember, got the same response with an almost jokey rep saying yes ‘they’ know and ‘they’ need to fix it but not sure when. Absolute joke.

Re: App not working

Rach_H — Mon, 09 Sep 2024 10:35:45 GMT

Hi @Simonk111

Welcome to the Community!

Could you let me know a little more about what is happening when you try and use your app, and if you're able to log into your account online?

Rach

Re: App not working

LCplBoiledEgg — Wed, 11 Sep 2024 13:39:38 GMT

Been with EE for just over a year and not once has the app worked correctly.

I can't view my bills add subscritions or anything and to top it all off i cant do anything on a pc.

And obvisouly ringng customer services does nonthing.

EE fix your trash service.

Re: App not working

Buzzlight1 — Thu, 30 Apr 2026 17:59:47 GMT

App not letting log in all day still get the run around on line been with ee since March wish I never left Virgin also not refunded into my account end of service charge absolute terrible service

Re: App not working

Buzzlight1 — Thu, 30 Apr 2026 18:02:27 GMT

Same here

Spent time on line over other issues failed to call me back today arranged 10 am . Really poor service